Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Pearson Honda regarding faulty service and lack of accountability following brake repairs performed on April 28, 2025. I brought my vehicle in for a ******** Safety Inspection, and during that visit, I was advised to replace two tires, brake pads, and rotors. I agreed, and the work was completed the same day.Less than two weeks later, dashboard warning lights for ABS, traction control, and the emergency parking brake began appearing while driving. These issues were not present before the service. I returned to Pearson Honda on June 9, 2025, and was charged $170 for a diagnostic. Their service advisor, ***** initially confirmed the issue was related to the brake repairs and the vehicle should be taken back to the place where those repairs were completed. When I reminded them that Pearson Honda had performed the brake work, I was told the issue would be escalated. A few days later, I was advised they would not take responsibility and that I would need to pay $3,000 for repairs.On July 2, 2025, Service Manager **** ******* offered to refund the $170 diagnostic fee. I accepted the refund, making it clear this did not resolve my overall complaint. After multiple follow-ups, the refund was finally processed on July 17, 2025. While I appreciate this partial resolution, it is not satisfactory. The underlying issue remains: the VSA/ABS system faults began immediately after Pearson Hondas brake work and were acknowledged as connected during the initial ************* is well-known that ABS and VSA issues can result from mishandled sensors or wiring during brake service. Given that these problems arose directly after Pearson Hondas service, and their own technician initially confirmed the connection, I firmly believe the dealership should be held responsible for the full cost of the required repairs.Desired Resolution:Full repair of all VSA/ABS-related issues at no cost to me.

  Business Response

  Date: 07/25/2025

  We want to assure you that we take your concerns seriously and are committed to providing clear and accurate information. To help explain the situation, its important to understand how the braking and *************************************** are structured and operate.
  
  The brake pads and rotors are part of the vehicles hydraulic braking system, which is mechanically actuated when you press the brake pedal. This system is separate from the electronic control systems, such as the *** module, which helps monitor and maintain vehicle stability through sensors and actuators.
  
  The *** system uses information from wheel speed sensors, steering angle sensors,and other inputs to apply braking force to individual wheels or reduce engine power if it detects a loss of traction. While the *** system interacts with the brake system to help control the vehicle during specific driving conditions,the electrical components of the *** system, including the module, are not directly affected by standard brake pad and rotor replacement. These are distinct systems with separate circuits and functions. The fault code present in your vehicle causing the lights is ****** (*** solenoid valve malfunction)The solenoids exist on the electrical side of this system.
  
  In short, replacing brake pads and rotors does not involve or interfere with the *** module or its electronic components. The *** module has experienced a failure, due to an unrelated electrical issue. 

  Pearson Honda does not feel we are responsible for the repair that is requested.

  ***** *********

  General Manager

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  
  To General Manager ***** ********* and Pearson Honda:
  Thank you for your response. I take seriously your explanation that the brake hydraulic system
  and the *** (Vehicle Stability Assist) module are separate, and that replacing pads and rotors
  should not directly affect the electronic ABS/*** solenoid valve associated with fault code
  121-11. However, I remain unsatisfied with this outcome.
  Timeline & Current Status
  ? Brake pads and rotors were replaced by Pearson Honda on April 28, 2025.
  ? Less than two weeks later, the **** traction control, and parking brake warnings
  appeared while driving.
  ? I returned to Pearson Honda on June 9, 2025, paid $170 for diagnostics. The technician
  confirmed the issue was related to the previous brake service.
  ? On July 2, 2025, Service Manager **** ******* offered to refund the diagnostic fee. I
  accepted but made clear that the cost of repairs must still be addressed in full. The
  refund was finally issued on July 17, 2025but no further action has been taken.
  Although I appreciate the refund, your position that Pearson Honda bears no responsibility
  remains unacceptable.
  How Brake Work Can Cause ***/ABS Module Faults
  While the braking hydraulic system and *** electronic module are technically separate,
  numerous credible examples show that improper brake service can damage the wheel-speed
  sensor, tone ring, wiring harness, or introduce debris into the brake pressure modulator valve,
  ultimately triggering ABS/*** faultsprecisely what happened here.
  ? In one case shared on r/MechanicAdvice, a user noted:
  The wheel speed sensor wiring harness can be damaged during a brake
  job If it turn(s) out to be a damaged wire, then talk to the shop again.
  ? Another commenter explained that improper piston retraction can push debris into the
  brake pressure modulator valve, leading to codes like 121-11:
  The code is a problem with the Brake Pressure Modulator Valve
  (BPMV) crud could be pushed backwards pretty rare.
  ? Common forum reports on Honda-specific platforms describe ***/ABS lights appearing
  immediately after rotor replacement, and later found to be caused by damaged sensors
  or wiring harnesses in proximity to the work area .
  These examples demonstrate that what appears to be an electronic failure in fact frequently
  stems from errors or disturbances caused during brake pad/rotor replacementespecially
  sensor/cable handling or contamination.
  Conclusion & Resolution Sought
  Many expert sources corroborate that this is a well-recognized mechanical-electrical failure
  mechanism following brake servicing.
  Therefore, I respectfully request Pearson Honda to:
  1. Accept responsibility for the ABS/*** fault resulting from the April 28 brake work.
  2. Cover the full cost of repairs necessary to restore the ***/ABS system to proper
  working condition.
  3. Provide written confirmation of your commitment to resolve the matter fully.
  Thank you again for your attention to this matter. I remain open to resolving this amicably and
  promptly.
  Sincerely,
  ******* ****
  

  Business Response

  Date: 07/28/2025

  Pearson Honda stands behind our previous response to this issue.  Pearson Honda will give the customer a 20% discount on the total job- parts and labor.

  ***** *********

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  

  Mr. *********,
  Thank you for your response and the offer of a 20% discount on the total cost of repairs. While I
  appreciate the gesture, I must reiterate that the issues with the *** system clearly began
  immediately after the brake pads and rotors were replaced by Pearson Honda on April 28, 2025.
  Your own service advisor and technician initially indicated the malfunction was related to the
  brake work, only for that position to change once the connection to your service department was
  made clear.
  As noted in my previous correspondence, the **** traction control, and emergency parking
  brake lights started flashing within two weeks of the service. These systems were functioning
  properly before the brake work was performed. The fault code ****** (*** solenoid valve
  malfunction) is not isolated from physical brake service, as there is ample
  documentationincluding industry forums, technical case reports, and firsthand
  experiencesdemonstrating that disturbance to sensors, wiring, or contamination introduced
  during brake pad/rotor replacement can lead to damage or failure of the brake pressure
  modulator valve and *** components.
  Additionally, while you refunded the $170 diagnostic fee on July 17, 2025, that refund followed
  multiple delays and was only issued after my second written request. To date, the core issue
  remains unresolved, and the offer of a 20% discount does not reflect the severity of the failure,
  the clear causal relationship, or the time I have spent attempting to resolve this matter in good
  faith.
  In the interest of resolving this matter amicably and avoiding the time and expense of legal
  involvement, I am willing to accept a 40% discount on the total repair cost (parts and labor). If
  Pearson Honda agrees to this revised discount, I will consider the matter resolved and will not
  pursue legal counsel or file a formal complaint through additional legal channels.
  I believe this is a reasonable and fair compromise that takes into account:
  ? The evidence linking the brake work to the *** malfunction
  ? The time and stress caused by the situation
  ? Your stated commitment to customer service and satisfaction
  Please respond within 7 business days so we may finalize the resolution and move forward.
  Sincerely,
  ******* ****
  
  

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24, 2025, I brought my car to Pearson Honda for a routine tire rotation and asked if my slightly loose side mirror could be clipped back in. A staff member said it would be handled free of charge. After an hour, I returned to find the mirror significantly damaged, with the top half fully detached worse than when I arrived.When I raised the issue, I was dismissed. The white male manager refused to listen, dismissed my photo evidence, and when I tried to calmly speak up, he threatened to call the police on me. I am a Black woman, Nigerian, and I have an African accent and I strongly believe I was profiled. He treated me as a threat rather than a customer. I was humiliated in public, brought to tears, and left feeling unsafe and deeply disrespected.The manager did not attempt to repair the damage until after the police arrived and acknowledged my proof. Only then did his tone change, and he offered to tape the mirror. This confirmed that he could have resolved the issue calmly from the beginning but chose aggression and intimidation instead likely because of how I look and speak.

  Business Response

  Date: 06/27/2025

  The vehicle came in with lower part of mirror loose from an impact. The customer requested us to snap it back together. The technician had to remove the upper cap to reattach the lower portion. While doing this he noted damage but was able to get it back together but not properly. He noted this on the ticket. A recommendation of mirror replacement was made.
  
  After the service the vehicle was run through the car wash which resulted in the upper cap coming off completely. The failure was due to the existing underlying damage from the impact (missing clips). The service advisor offered to put it back together as best we were able but for a 100% fix a new mirror would be needed. The customer declined us using the remaining clips and glue to repair and asked for a manager. The service manager then spoke with the customer. The customer was advised of the above items and shown the ticket with the technician notes. An offer was made to repair the mirror cap with glue but a full replacement would not be considered due to preexisting damage. An apology was made for the advisor not making full notes on the invoice and causing confusion. The customer refused any offers made and demanded a mirror replacement. The conversation was ended when the customer began to yell and cuss in the service lane. The customer called the police.
  
  As a resolution the mirror cap was reinstalled using adhesive two sided tape to allow for removal in the future if a repair was desired. The customer also did engine and cabin air filters while in for service and received those complimentary due to the situation. Normal cost of the air filters is ****** parts and labor. 

  ***** *********

  General Manager

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I completely disagree with the businesss version of events. At no point was I treated with dignity or respect, nor was I loud or aggressive. I remained calm but firm, and I asked legitimate questions after my car mirror was further damaged during their service. Instead of addressing my concerns, I was treated with hostility, dismissed, and ultimately felt racially profiled and unsafe.
  
  
  I did not decline a fix I asked for an appropriate repair without shortcuts like glue or tape. I also asked for documentation, which was refused. A manager spoke down to me, walked out on me mid conversation and told me plainly that the fault was mind and that they can help me or I can pay 957 for a damage they caused, I followed him and said I wasnt doing that and he said You need to leave or I call the police, I asked him why, that he messed up my car and is further threatening me with the police , thats when I had to call the police for my own safety/protection, not because I was yelling as stated. That language is defamatory and harmful.
  
  
  Offering air filters which I requested for and was going to pay for does not excuse causing further damage, refusing accountability, and making me feel threatened in a public business space. He is required to give me an appropriate apology and also fix my mirror, not fix it with glue (which wasnt proper done well) I am not satisfied with this response and will be escalating to the ************************** office.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2025 Honda civic sport hybrid $31k in April 2025. VIN- ***************** Im trying to get more info on if my tag would be coming to the Pearson Honda dealership or to my NC home. When I bought the car in April I was told it would be sent to the dealership. As I am up here for work until mid July. I was told to come sign some more paperwork for my tag(a few weeks after initial sale). Then everyone (financial manager ** and salesman *******) seemed confused as to where it would be sent. They said they would check and call me back. No response (its been over a month since then). Also I wondered about the temporary tag(this will be my third). Mine expired 5/29. Was told 3 weeks ago at the dealership it took a couple days to get approved from ***. They said since it was my third temp tag it had to be approved by the *** before they could issue. Dealership would give me a call when it was approved/ready. Didnt hear anything back.Ive called to speak to someone two weeks after them telling me about *** approval. The receptionist said I need to speak to ** and he was unavailable. Took my number so he could call me back. Never received a call.I went up there the next week(last week) around 4pm. Spoke to the receptionist. Her and another man informed me I needed to talk to ********. She was gone for the day. Also telling me a non temp tag can take up to 30 days. I tell her its been over 30days. Then I mention my expired temporary tag. They say they cant tell me anything until ******** comes back to work. The man (not sure his name) says cops havent been pulling people over for expired tags. Im Hoping to resolve what is going on with my tag. I sent ******** an email Monday (as shes emailed me before about insurance info). Told her about what was going on and requested an update. Have yet to receive an email back on the matter. I shouldnt have to keep following up and harassing the business.

  Business Response

  Date: 06/27/2025

  I have spoken with Ms. ****** and we are putting her on a dealer tag until we recieve her North Carolina tags for the third party company that we  use.  Ms. ****** is coming in on June 27th, 2025 at 2pm to get the plate so she can drive legally.

   

  ***** *********-    General Manager

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** ******
  
  
  
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hatch leaks water all over me and the trunk when lifted. The dealer promised several times to have it fixed, said it takes a glass specialist, said it was being arranged, never got back to me. This has been going on for a long time and I am concerned it will cause rust to develop between the metal hatch layers, not to mention getting wet when I open it and having trunk contents get wet.

  Business Response

  Date: 04/16/2025

  Pearson Honda service manager **** ******* called Ms. ******* on April 14, 2025 and scheduled an appointment for this repair to be done.  Mr. ******* apologized for the delay in contacting Ms. *********************** Honda has a technical repair bulletin for this issue.

   

  ***** *********

  General Manager

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2014 **** Mustang on 5/29/2024. On June 4th the passenger window motor went out, then June 15th, 2024 I took the car to a cash wash and the driver headlight broke. To replace the *** it is ***** and 883 dollars for a refurbished one. I notified Pearson Honda of both defects. On July 1st 2024 my A/C stopped working and has a huge crack in the discharge line. I have contacted Pearson Honda and spoke with my sales guy, *********************, and manager *********************. On July 3rd 2024, ****************** stated he would have it all fixed/serviced on the 5th. Well I never heard a word from him or any other manger until July 12th,2024. I contacted the lending company on July 9th 2024 and ***************** told her they were willing to fix everything before they got funded for the car which was the same day we spoke on July 3rd 2024. Which is pretty common..I have everything on recording. I highly do not recommend buying a vehicle from this company due to poor management, lack of ethics and morals and you will end up with junk..

  Customer Answer

  Date: 07/15/2024

  Attached is conversations with sales guy and ************************** I already sent in voice clip of the lady from the lending company 

  Business Response

  Date: 07/16/2024

  Please see attachment that is the *** Buyers Guide which ******************** signed.  This vehicle was sold AS IS- NO DEALER WARRANTY.

  Pearson Honda will not refund the money for this vehicle. 

  *****************************

  General Manager

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]I do not believe that is my signature and I definitely didn't use black ink, and I do not have a copy of that paper, neither does the co buyer, *********************,nor did he see or sign that document. He also never signed any documents in person for them to say he is a joint owner.  Attached is the 3000 or 3 month warranty which does not deliver the A/C..I also have no idea who ***** is because I have never met him, let alone signed any paper work with him. 

   
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 07/18/2024

  All of our paperwork states AS IS.  I do not see the 3 month or 3000 mile attatchment stated by ********************. 

  Pearson Honda will be happy to try and trade ******************** out of this vehicle.  The value of this vehicle as a trade will be much less value than her purchase price.

  *****************************

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I have attached the 3-month 3000 limited warranty, as ***** had mentioned he didn't see attached in my prior response. In the event of a vehicle exchange, the buyout amount should revert to the initial purchase figure at Pearson Honda, which amounts to $12,800, with a deduction of my $1,500 down payment, resulting in a remaining balance of $11,300. It is perplexing as to why any financing charges would persist if we are exchanging vehicles. Additionally, I am seeking clarity on the significant decrease in the vehicle's value. Alternatively, one or both of the following resolutions could be considered: a refund of my $1,500.00 down payment in exchange for the return of the vehicle, or the comprehensive resolution of all outstanding issues with the vehicle, as assured by Mr. ********************* on July 3rd, 2024. Furthermore, it should be noted that the vehicle's tags have been expired since 6/29/2024. I believe it would be beneficial for the senior management at Pearson Honda to reevaluate the significance of customer satisfaction in the automotive industry. My interactions with four non-sales personnel have been unsatisfactory, demonstrating unprofessionalism, ethical lapses, and a lack of regard for customers. This is certainly not the modality of commerce I had envisioned. Conversely, I must express my admiration for my salesman, ***********************, for his exemplary attributes including his willingness, promptness, commitment to exceeding expectations, patience, attentiveness, veracity, and high-caliber customer service. His proficient communication, confidence, professionalism, and capacity to deliver superior outcomes under pressure have been impressive. His ambition, positive disposition, and honed skills render him a valuable asset to Pearson Honda and any organization for that matter, and you should acknowledge and appreciate such an asset.

   

   

  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 07/25/2024

  *********************, sales manager for Pearson Honda reached out to ******************** on Monday.  ******************** responded to ****************** that she would reach out to him on Tuesday.  We have had no response since that date. 

  The 2014 **** Mustang does not qualify for 3 month or 3000 mile coverage because of age. Since an employee from Pearson provided this coverage to ********************, Pearson Honda will cover repairs as per the contract agreement.

  *****************************

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] Does this include fixing the headlight, A/C repairs, window motor and all mentioned in the first complaint ? 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:01/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from out of state from Pearson Honda. The vehicle was purchased in cash (cashiers cheque). I had the vehicle delivered via LTL freight. It has been over two weeks since the purchase date & I still dont have the title or any of the corresponding paperwork for the purchase. The staff at the dealership are dismissive & unresponsive.

  Business Response

  Date: 01/17/2024

  We apologize for any inconvenience regarding the title being deliveried to our customer.  Please see the cashiers check that was sent to Pearson Honda that was provided by ***********************  Check was written on 12/23/2023 which means that Pearson Honda did not recieve the check from ******* until maybe the 26th due to Christmas Holiday.  Pearson Honda had to verify and make sure the check was not fraudulent due to increased fraud.

  Pearson Honda also perfected the title into Pearson Honda's name , which takes a few days with DMV.

  Title and documents were Fed-Ex to customer on January 16, **** which is within state laws of 30 days to provide title.  Please see atatched documents.

  *****************************

  General Manager

   

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12th, I brought my vehicle to Pearson Honda delearship for what appeared to be an electrical issues and non functioning sliding doors. I informed *************************, Service Advisor that my driver side sliding door would not work as designed, unless opened manually. My vehicle was diagnosed by Person Honda for Fuse/Relay box + repair waterleak. Pearson Honda quoted $1,292.99 for the repair. On several occasions, when I asked **** for the breakdown of the repair quote, he failed to send it. **** eventually informed me over the phone that the breakdown is as follows: Parts ($472.27) and Labor ($825), totaling $1,292.99. Next, I called West Broad Honda for price comparison. West Broad confirmed the parts price as quoted by Pearson Honda. Shockly, West Broad quoted me a much cheaper labor rate - $315.99, for a total of $788.26. About $504 difference. Based on this, I decided to move my vehicle to West Broad for repair. I provided West Broad with Pearson repair details and ask for them to perform repair as diagnosed by Pearson Honda. West Broad relying on Pearson Honda diagnoses replaced my Fuse box with a part that they ordered from Honda manufacturer - OEM part. Few days later West Broad called me with the bad news that the replacement of the Fuse box did not resolve the vehicle issues. They further informed me that the next step is to perform their own diagnoses, without relying on other technicians. "Technicians have different experiences and expertise", they said. After authorizing for a new diagnoses, I was then informed that the issue is related to the control actuator on the door handle and the replacement of the Fuse box was unnecessary. At this point, I have incurred the following unnecessary fees based on the Pearson Honda poor judgement and misdiagnoses:Diagnoses fees Pearson Honda - $84.54 Payment for repair by West Broad Honda - $788.26 Non-use of vehicle and other inconviences (over 15 days @ $35 daily) - $525 Mileage to and from dealership - $30 Total Estimated cost to me for damages = $1,402.80 I am seeking a full reimbursement for these unnecessary damages.During these terible ordeal I have spoken to or been in contact with the following individuals:1. *************************, Service Advisor, Pearson Honda 2. *****************************, General Manager, Pearson Honda 3. *******************, Express Lube advisor, West Broad Honda 4. *********************, Service Manager, West Broad Honda On 05/31/23, ******************************** refused to address my reimbursement request, stating that the "diagnoses of his Pearson Honda technicians was accurate".

  Business Response

  Date: 06/16/2023

  **************** decided not to allow Pearson Honda to repair his vehicle based on our diagnosis.  If Pearson Honda had preformed the repair based on our diagnosis and the issue was not resolved we would take the responsibility.  We do not feel that we owe any restitution.

  *****************************

  General Manager

  Pearson Honda

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Pearson Honda repair quotation was bogus, which is why I took the vehicle to another Honda dealership. I relied on Pearson Honda's diagnosis based on their technical expertise and knowledge. West Broad Honda diagnosis contradicted Pearson Honda's diagnosis; which, turned out to be inaccurate, lacking technical competency and over priced.  

  Pearson Honda is responsible based on their misdiagnosis and incompetency. I would like to be refunded based on my expenses and losses. 

  Regards,
  

  ***********************
  
  
  
  

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Honda on 9/12/22 for a *** software update and to have my start/stop button replaced and picked it up a few days later. On 10/4/22 my car broke down as I was driving (with no warning) and it was determined to be my transmission. **** from Honda told me they found shards of metal everywhere and it was really bad. The warranty extension for the *** software update that Honda has posted online states that during the *** software update, Honda is also to inspect the transmission to verify if the internal components are deteriorating. It also states that failure to follow the inspection procedure correctly may cause the transmission to fail after the update. I called Honda and spoke with **** and asked if my transmission was inspected during the software update. He told me no that they typically just do the update because inspecting the internal components would cost $214. I explained that the warranty extension states that they are supposed to inspect the transmission, and if they had followed the procedure correctly, my transmission would not have failed and I would not currently be without a car for 2 weeks until they can repair it. He said he understood and would see what he could do about a rental car. He called me back a few hours later to tell me that they did, in fact, inspect my transmission during the software update and it was perfectly fine, therefore they can not provide me a rental car. He also claims that he never told me that they did not inspect my transmission which is false. It seems to me that he is refusing to admit that he told me they did not inspect my transmission because they do not want to be responsible for a loaner vehicle. Hondas negligence has severely inconvenienced me and I do not believe Im being unreasonable in my request for a rental car so I can get back and forth to work until my car is fixed.

  Customer Answer

  Date: 10/11/2022

  I submitted a complaint last week about Pearson Honda. They have contacted me to resolve the issue. Am I able to update this on my end or will they need to respond through BBB?
  
  Thank you,
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